Background to vacancy/ What is the purpose of the job? What do you need to achieve?
The Order Management Technician will be responsible for keeping overall Customer Failure Rate across the site within or below the current target, and bring potential missed promise orders down to zero.
Working within a small team, the Order Management Technician will be responsible for processing and monitoring all e-commerce orders, from progression through to despatch, this will include identifying, investigating, resolving and escalating issues with orders where necessary. They will work closely with onsite and offsite IT teams to reach timely resolutions to problematic orders. Investigating discrepancies and ensuring timely resolution of issues that affect the sites ability to deliver.
As part of the team in our Flow Room team, you will work an average working week of 38.5 hours, working 12 hour shifts on a two week rotating shift pattern (both days and nights). This will enable the Flow Room to provide 24/7 support to deliver for our customer.
Principal Accountabilities
� To be constantly aware of customers� requirements for quality, efficiency and accuracy
� Understand the impact issues can have on customers and act to avoid and minimize disruption
� Make rational, realistic and timely decisions based on logical interpretation of available information, with consideration of variable influencing factors and alternatives
� Monitor order progression to ensure any issues are resolved promptly.
� Work closely with the Flow Room, SSI, IT Support Team, Inventory, and Order Well Team, to solve the problems with the orders, which OMT is not able to solve
� To chase outstanding and problematic orders across all involved departments
� Analyse Excel reports and data, and effectively communicate with the operations team to impact on issues identified
� Supporting training and knowledge sharing with the team
� Ensure all reports are correct and published by the required times each day
Technical skills/business skills required
� Proven experience of working in a team in an analytical environment � ideally within a warehouse Order Well Department, Flow Room or an automated distribution centre within a fast moving retail environment.
� Detailed understanding of the functionality and operation of WMS and WCS, preferable but not essential.
� Good understanding of an Orders process flow from creation to delivery
� Excellent IT skills, including standard Microsoft applications, Excel, Word, PowerPoint
� Strong numeric and literacy skills
� Proven experience working with warehouse management systems and control systems.